Before contacting mhs homes, we would advise that you firstly talk to your neighbour. Often they are not aware that their actions are causing a nuisance to you. The issue can be resolved quickly and easily.

We will ask if you have spoken to your neighbour.

Who is my case investigation officer?

Once you have logged your complaint with us, you will receive a letter from our Customer Services Agents who will inform of your investigation officer including contact information.

How do I report an incident?

You can report an incident on anti-social behaviour (ASB) on 0845 1133000
ASB Hotline 01634 354273
Through the Website
You can report an incident at Broadside or mhs express in Chatham High Street or email asb@mhs.org.uk.

What will happen once I've reported an incident?

mhs homes aims to make contact with the victim within 72 hours to discuss the complaint, if racial or domestic violence we will contact you within 24 hours. This applies to incidents reported via the internet, customer contact centre or in person.

We will make contact with reported party within 5 working days to discuss the complaint with them.

How long does it take to investigate an incident?

The length of the investigation is dependent upon each individual case. The more complex cases will take longer to investigate. Your investigating officer will keep you informed about the progress of your case.

If the problem persists, you will be required to complete diary sheets of any incidents, and further investigation will be carried out to substantiate these complaints. This information forms the beginning of our evidence for any future court proceedings undertaken.

Is my case going to go to court?

In cases of nuisance where mhs homes decide to take legal action against the perpetrator, it's important to be aware that the legal process can take some time, and a significant amount of evidence is required to enable a judge to make the decision to evict someone from their home. You may well be required to give evidence at court. You may feel that appearing as a witness at court can be intimidating, but mhs homes will support you throughout the process.

Do I have to give my details?

You may report an incident anonymously, but if you do we cannot contact you. We encourage you to give your details, as this will make the investigation process more efficient and effective. We will not share your information with other agencies without your consent. We will not divulge any details of the complainant.

Who can help?

If you experience noise nuisance contact the Environmental Protection Department at Medway Council on 01634 333 333 or environment.protection@medway.gov.uk.

For neighbourhood issues contact the Safer Communities at Medway Council on 01634 333 333 or safercommunities@medway.gov.uk.

Medway Police website for details of you local police officer http://www.kent.police.uk/

Who are Medway Mediation Service?

People in dispute with their neighbours often find it hard to talk to them or make them understand what the problem is. Mediation provides a neutral third party to bring people together, and hopefully find a way forward. mhs homes with your co-operation will refer cases to Medway Mediation Services to try and resolve the issues. During mediation everything that is discussed is confidential, and this information would only be passed to mhs home with your permission.

I have youths hanging around outside, what can be done?

If you have any local policing concerns, contact your neighbourhood officer. You can find details of your local officer, and get details of public meetings and priorities where you live, by calling 01634 891055 or email npu.medway@kent.pnn.police.uk.

I think gangs of youths are about to fight, what can be done?

In an emergency call 999 only when:

life is threatened
people are injured
crime is in progress
offenders are nearby
999 should be used when immediate help is needed.The rapid response team (RRT) will respond to any incident involving groups of youth that is likely to escalate into serious youth disorder and violence. This would include:
fight involving groups of youth
incident involving youth, which is likely to escalate
serious or life threatening injury
any serious incident likely to have a adverse impact on the community
discovery of weapons

I am a private resident, can you still help me?

Yes we can help you. We advise that you check with your current landlord to see if they have an ASB team, if so please report the incident to your ASB team. If your landlord does not have an ASB team, we can take your report and initiate the process.

I am a housing association resident, can you help me?

Your details can be taken by the CSA customer services team, and sent to your landlord to initiate the process.

Where do I go, I've been attacked?

If you have just been attacked please report it immediately to the police on 999.

What type of support can I get?

The team will endeavour to help victims and witnesses feel safe at their residence and can provide further safety advice.

The team will also brief and prepare witnesses throughout the court process to provide evidence in court.

I am not satisfied with the case investigation outcome, where do I complain?

If we do not keep to these guarantee or you are dissatisfied with the way you have been treated, please contact us by phone, in person or by completing a 'Compliments,Comments and Complaints' leaflet. We will respond to your complaint within 5 working days.

What are professional witnesses?

A specialist team that gathers information and evidence, and supports the investigation process using the latest surveillance equipment, operated by professional witnesses.

What about CCTV? will you use it?

Yes, mhs homes work in partnership with 'Eyeview Solutions' who support & install covert cameras where there is the necessity for them.

The installation of cameras is not undertaken lightly and the needs have to be justified. if you have any further questions about the installation of cameras please contact our ASB officer Georgina Messenger on 01634 354273.

What is anti-social behaviour?

Anti-social behaviour (ASB) ranges from serious acts of violence and harassment to more everyday incidents and situations like noisy dogs or overgrown gardens. Anti-social behaviour includes general nuisance and different types of conduct or activities that could cause interference and annoyance in the community.

What is an ASBO?

Anti-social behaviour orders (ASBOs) are civil orders made by a court which prohibit the perpetrator from specific anti-social acts and from entering defined areas on a map (exclusion zones). An order lasts for a minimum of two years. The purpose of an ASBO is to protect the public from behaviour that causes, or is likely to cause, harassment or alarm or distress, not to punish the perpetrator.

ASBOs are community-based orders that involve local people in collecting evidence and helping to enforce breaches of the prohibitions in the order. They are designed to encourage local communities to become actively involved in reporting crime and anti-social behaviour, thus building and protecting the community.

The police, council, registered social landlords and the British Transport Police can apply for these orders.

What is an ABC?

An acceptable behaviour contract (also known as acceptable behaviour agreement) is an intervention designed to engage an individual in acknowledging his or her anti-social behaviour and its effect on others, with the aim of stopping that behaviour.

An (ABC) is a written agreement made between a person who has been involved in anti-social behaviour and their council, youth inclusion support panel (YISP), landlord or the police. ABCs are not set out in law, which is why they are usually called agreements. Any agency is able to use and adapt the model.

Although ABCs have often been made with young people, they are a tool that can be used for a person of any age. The informal, flexible nature of the contract means they can be used for various types of anti-social behaviour.

ABCs can be used to promote effective partnership work with a range of agencies. For example, it is important that the youth offending team is contacted and becomes involved when completing an ABC with a young person.

What is a dispersal order and the good behaviour zone?

Part 4 (sections 30-36) of the Anti-social Behaviour Act 2003 gives the police, working with local authorities, new powers to target action in problem areas to help communities remove intimidation and anti-social behaviour from their streets. These powers have been available since 20 January 2004.

The powers enable a senior police officer to designate an area where there is persistent anti-social behaviour and a problem with groups causing intimidation. This area could be as small as a cash point or shopping arcade where groups often gather, or it could be as wide as a whole local authority area, as long as there is evidence of anti-social behaviour. The local authority must also agree to the designation, usually this decision will be made as part of the strategic work of a crime and disorder partnership.

The decision to designate an area must be published in a local newspaper or by notices in the local area, the designation can then last for up to six months. The designated area must be clearly defined, usually by a description of the streets or roads bordering the area.

Within designated areas the police and community support officers (CSO) have the power to:

Disperse groups where the relevant officer has reasonable grounds for believing that their presence or behaviour has resulted, or is likely to result, in a member of the public from being harassed intimidated, alarmed or distressed. Individuals can be directed to leave the locality and may be excluded from the area for up to 24 hours.
a refusal to follow the officer's directions to disperse is a summary offence. The penalty on conviction for this offence is a fine not exceeding level 4 or a maximum of three months' imprisonment (for adults).

What is the safer neighbourhood teams (SNTs) and what do they do?

Dedicated teams of police officers and police community support officers based on each ward in Medway will provide additional policing resources therefore provide additional reassurance to those who live, work or socialise in Medway.

Safer neighbourhood teams will each consist of a minimum of one police sergeant, two police constables and three police community support officers.

When and who refers customers to the safer neighbourhood team?

Customers should only be referred if they want to get involved or wish to know more about the services provided by SNTs in their local area.

What will the safer neighbourhood team do about the problem?

The team, with the community and partner agencies, tackles locally identified issues such as quality of life problems like graffiti, abandoned cars, noisy neighbours, drunks and vandalism. Each team is dedicated solely to the needs of one specific neighbourhood.